Proline Technologies Reinvents Customer Experience with a Cloud-Native Self-Service Platform on AWS
CLIENT
Proline Technologies
YEAR
2026
Overview
Proline Technologies is a leading Nigerian Internet Service Provider (ISP) committed to delivering exceptional service to its growing customer base. To differentiate themselves in a competitive market, they initiated a strategic project to replace their legacy customer account portal with a modern, feature-rich, and highly reliable digital experience platform. This hub would serve as the primary digital interface for customers to manage their accounts, pay bills, upgrade services, and receive support.
The Challenge
Proline’s existing customer portal was built on a monolithic, on-premises architecture that was becoming a significant liability. It faced several critical challenges:
Poor Scalability and Performance
The portal would become slow and unresponsive during peak periods, especially at the end of the month when most customers logged in to pay their bills. This led to high customer frustration and increased call volumes to their support center.
Lack of Agility
Deploying simple updates or new features was a slow, manual process that could take weeks, hindering Proline’s ability to innovate and respond to customer needs quickly.
High Operational Overhead
A dedicated team was required to manage the underlying servers, including patching, scaling, and hardware maintenance, diverting valuable resources from innovation.
Growing Security Concerns
Protecting the monolithic application from modern web threats and ensuring the security of sensitive customer data was a constant, resource-intensive effort.
The Solution: Serverless & Event-Driven
Proline Technologies engaged Marlocks Technologies to architect and build a new, cloud-native customer account portal on AWS. The solution was designed from the ground up for security, scalability, and agility using a serverless and container-based approach, as depicted in the architecture.
Secure Foundation and Governance
The entire environment was established within an AWS Control Tower landing zone. This provided a secure, multi-account foundation with pre-configured governance and security guardrails, ensuring that best practices were enforced from the start.
Modern Application Tier on AWS Fargate
The old monolithic application was re-architected into microservices (e.g., billing, account management, support). These services were containerized and deployed on AWS Fargate, a serverless compute engine for containers. This choice eliminated all server management overhead and allowed the application to scale seamlessly. An Auto Scaling Policy automatically adjusts the number of running containers based on traffic, effortlessly handling the month-end peaks.
High-Performance Data Layer
To ensure a fast and responsive user experience, the data tier was built for performance. Amazon Aurora Serverless was chosen as the relational database, automatically scaling its capacity to match the workload’s demands, providing high availability across two Availability Zones. To further reduce latency, Amazon ElastiCache for Redis was implemented as a high-speed, in-memory cache for frequently accessed data like user profiles and service plans.
Automated DevOps and CI/CD
To solve the agility problem, a full CI/CD pipeline was built using AWS CodePipeline, AWS CodeBuild, and AWS CodeDeploy. When developers commit new code, it is automatically built into a container image, stored in Amazon Elastic Container Registry (ECR), and deployed to AWS Fargate with zero downtime via blue-green deployments.
Empowering Development with Standardization
To accelerate development while maintaining control, Marlocks Technologies implemented AWS Service Catalog. We created a portfolio of pre-approved, standardized templates for Sandboxes. This allows Proline’s development teams to self-service deploy their own secure, isolated testing environments that mirror the production setup in minutes, ensuring consistency and security.
Multi-Layered Securit
● Edge Protection: User traffic is routed through Amazon Route 53 to Amazon CloudFront for fast content delivery. Before hitting the application, all requests are inspected by AWS WAF, which protects against common web exploits. AWS Shield Standard provides DDoS protection.
● Continuous Compliance: AWS Config is used to continuously monitor the configuration of all AWS resources, ensuring they adhere to Proline’s security policies. Findings are aggregated in AWS Security Hub for centralized visibility.
Results & Benefits
99.99% Uptime and Flawless Peak Performance: The platform now scales effortlessly during peak billing cycles, completely eliminating slowdowns and improving customer satisfaction.
91% Drop in Billing-Related Support Calls: Due to the legacy monolithic portal crashing during peak month-end billing, the call center previously averaged 4,500 complaint tickets per month. With the auto-scaling capabilities of AWS Fargate and Aurora Serverless, portal-related support tickets plummeted to fewer than 400 per month.
70% Faster Page Loads & 82% Digital Payment Adoption: The combination of CloudFront, ElastiCache, and a modern architecture resulted in a drastically more responsive user experience. Frustrated by legacy timeouts, previously only 45% of customers utilized the portal for payments; today, successful online self-service payments have surged to 82%, accelerating company cash flow.
1,000% Increase in Feature Release Velocity: In the legacy environment, updating the portal was a highly manual process occurring only once every 4 weeks. With the automated AWS CI/CD pipeline, the development team now safely executes zero-downtime blue-green deployments 3 to 4 times a week, bringing new features to market in minutes rather than weeks.
35% Lower Total Cost of Ownership (TCO): By moving to a serverless model with Fargate and Aurora Serverless, Proline eliminated hardware costs and drastically reduced operational staff overhead.
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